Automobile consumer complaints are mainly focused on quality issues
Automobile companies are meeting consumers’ rising awareness of safeguarding their legitimate rights and interests. It’s reported that 12365Auto has received 44,742 complaint cases targeting on auto products and services problems in 2016, increasing 17.6% year-to-year and involving 750 models under domestic brands.
Quality issues are facing more complaints than service issues or comprehensive issues. The three categories all show obvious growth in the recent three years. Quality issues, service issues and comprehensive issues have month-to-month growths of 14.9%, 13.6% and 49.4% respectively in 2016.
Statistical data shows that the quality issues are mainly focused on engines, gearboxes and body parts, as well as electrical parts. There are 19,643 complaint issues on body parts and electrical parts in 2016, increasing 7,410 in number compared with the last year. Complaint issues on engines are 14,625 in number, increasing 2,935 with the same period of last year. Abnormal sound in gearboxes and engines are top 2 problems in the 2016 ranking list, with respective growth of 2,684 and 912 in number.
Service issues are also important part of complaining problems, represented by joint-venture brands. Service attitude issues account for 27.1% of total service issues in joint-venture brands.
The more exposed auto quality issues promote auto brands to put quality in the most important position. The latest Chinese New Vehicle Quality Report shows that the overall quality for Chinese Auto industry is growing continuously. Micro cars face the highest quality issue ratio, second by MPV and small-size SUV models. Middle-and-large-size models are witnessing increasing quality, mainly influenced by luxury brands’ localization.
SUV models still perform steadily in new vehicles’ quality, with compact models and small-size models all facing lifting quality evaluation. It’s also noticeable that models under Chinese brands have the highest quality issue ratio, but still witnessing some advances in new vehicles’ quality compared with the data in 2015.